Customer Success Manager

Los Angeles, CA, United States

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

Connect with Quadient

Quadient is a global leader in customer communication solutions. With over 100 years’ of experience and still going strong, we aim to be the driving force behind the world’s most meaningful customer experiences. Our success in delivering innovation and business growth is inspired by the connections our people create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career – and help our future-focused team lead the way.

People-powered

Quadient helps people connect with what matters, thanks to solutions that enable our customers to create meaningful and personalized interactions. Want to commit your talent to an organization that truly values your contribution? Looking for a place where you can be a game changer, innovate, and unleash your true potential? We call it: The Power Of You .

We currently have an opportunity open for a Customer Success Manager. We offer an exciting, fast-paced remote work environment, and this position is key to our customer experience. We are looking for someone who will make an immediate impact on our team and company.

Essential Duties/Responsibilities

This individual will be responsible for the following:

Manages a portfolio of customers and provides the highest level of customer experience.

Responds promptly to customer inquiries, issues, and resolves complaints in a timely manner.

Acts as an escalation resource for internal and external customers.

Provides partnership to other CSMs and the overall CS team.

Trains the customer (internal and external) as determined.

Provides effective and timely communications and adheres to any timelines.

Participate in projects related to increasing the customer experience, as determined by leadership.

Delivers high quality support during all stages of the customer journey, focusing on the success and partnership with the customer.

Participates in daily customer interactions by phone, emails and web-conference and provides a consistent customer experience.

Responsible for the management of assigned customer accounts to foster long-term business relationships.

Works proactively in their role to better the customer experience.

Advocate for the customer across multiple departments including Field Service, IT, Engineering, Accounting, Operations and Customer Relations.

Identifies repeat issues and escalates to ensure prioritization in the roadmap to reduce customer friction and increase customer satisfaction.

Works directly with customers and with the sales team to identify and/or develop upsell opportunities.

Participates in business reviews and QBRs in collaboration with the sales team.

Works with leadership to continuously improve process and creates metrics to observe team and customer performance.

Communicates status of assigned accounts to the Manager of Customer Success, and other leadership as determined..

Effectively builds partnerships with internal teams and stakeholders.

Works to achieve set Key Performance Indicators (KPIs) and Main Business Objectives (MBOs).

Promotes company culture and vision.

Performs other duties as required to support the success of Parcel Pending by Quadient.

Required Skills & Experience

Excellent organizational skills with the ability to multi-task and adapt as priorities change.

Strong inter-personal skills with the ability to communicate effectively with a variety of stakeholders.

3+ years in a Customer Success / CX role preferred.

College degree preferred or equivalent experience.

Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook.

Salesforce CRM proficiency preferred.

Eligible to work in the United States without sponsorship

Must be able to pass a background and drug screening.

May include some travel (after the current pandemic).

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They make us EPIC. Together .

This Position Has a Salary Range Of

$56,000.00 - $84,000.00

Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To

provide greater transparency to candidates, we share these targets on all job postings

. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

Rewards & Benefits

Flexible Work : Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing : Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we all are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture which embraces difference and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected]

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

This includes being an Affirmative Action Employer in the United States.

People. Connected.

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